Setting Up SimpleChat Channels

To add a new SimpleChat Channel:

  1. From the Settings menu, select SimpleChat Channels under the SimpleChat section
  2. Click the New button, set the fields as listed below and finally click the Save button

The fields in the Channel Settings section vary depending on the type of channel you need, and are set as detailed in the following sections. You also need to define the fields in the Operations Settings section that are relevant to all channel types.

The following is an explanation of the fields in the Operation Settings section:

  1. Answer Wait Time (Seconds): How long the bot will wait until an answer is populated in the Last Answer If the specified time has passed, the bot that displays pre-call questions will stop waiting and the conversation will be created in the system without an answer
  2. Default Destination Queue: The queue to which the conversation will be routed to by default if no queue has been specified in the reply that the customer has selected to the last question (otherwise the system will route the conversation to the queue defined in the last answer).
  3. Auto Route to Queue: When a conversation is received during work hours, it will automatically be routed to the default destination queue. This flag should be deselected only if you want to implement a workflow with another logic to route to a queue, and then the workflow must perform the action of routing to a queue by creating a Queue Item record and associating to it the desired queue and the created conversation
  4. Outgoing Conversation: When making an outgoing conversation, if Always Display is selected display immediately in To Do pane, otherwise, if Display Upon Reply is selected, display in the To Do pane only when the customer has responded to the outgoing a message
  5. Enable File Upload: Checking the box will allow receiving files from the customer in various channels. On the WebChat channel an upload button (paper clip icon) will be displayed, in the other channels if the field is not marked and the custom sent a file the action will fail
  6. Attachments Blocked Error: This field will only appear if the Enable File Upload field is not marked. If receiving files is not allowed, you must enter the message that will be displayed to a customer that attempts to send a file.
  7. Agent Greeting: The message that will be displayed to the customer when the conversation is routed to an agent, such as "You are now transferred to an agent" or "{firstname}" to display the agent's name
  8. Agent Label: The text to be displayed before each message sent by an agent, such as "Agent" or dynamic user information within curly brackets such as "{firstname} {lastname}" to display the full agent name
  9. Service Schedule: Depending on the schedule, it is determined whether the conversation was created during the hours of operation or outside the hours of operation. In addition, by default, if a conversation is created outside the opening hours, it is automatically closed.

How to create a service schedule is detailed ahead. The service schedule must be given a unique name to link to the relevant channel.

  1. Apply Business Closures: Further examination of business hours even by the dates when the business was closed. Lets you set up days with partial hours such as holiday eve.
  2. Close Activity: When a conversation is received outside the hours of operation or when the business was closed, it is automatically closed. The flag should be deselected if you wish to exercise a workflow with a different logic, such as a decision depending on the subject of the conversation or its urgency
  3. No Service Message: The message to the customer when the activity is closed automatically when the conversation is received outside the hours of operation
  4. Time For First Response (Seconds): The time from starting to wait for a free agent until an agent is supposed to reply to the customer. Sets the due date, according to which the conversation is prioritized from other conversations that are awaiting to be routed to an agent
  5. Time For Next Responses (Seconds): The time from receiving any additional messages from the customer in the conversation until an agent is supposed to reply to the customer. The color of the activity card in the To Do pane changes to yellow when the time gets near and changes to red when it has elapsed
  6. Alert (Seconds): How many seconds before an agent needs to respond the activity card will change its color to yellow in the To Do pane
  7. Bot During Work Hours: The question that the bot will ask if the customer's conversation is received during the business hours. If follow-up questions are set they will be displayed according to the selected answers. When a follow-up question is not defined for a selected answer, the conversation will be created in the system
  8. Bot Outside Work Hours: The question that the bot will ask if the customer's conversation is received outside the business hours. If follow-up questions are set they will be displayed according to the selected answers. When a follow-up question is not defined for a selected answer, the conversation will be created in the system, and will be closed automatically by default